Private Clients product is a ****, poor service

On 8 July requested One account to be closed, Private banker submitted request, confirmed by e mail, 18 July contacted private banker call centre, was informed the request was incorrectly loaded. I asked for a reference number to be mailed to me, I am still waiting. Lodge a complaint on FNB secure chat, received reference number 18 July. Still waiting for response. Apart from the lack of service why am I paying R400 a month in banking fees as a private client? FNB private clients product is an excuse to ****** more money from clients without delivering a service